Paul Mayes
Columbus
Summary
Industry leading, 34 year, seasoned leader in contact center operations, driving omni-channel enhancements and achieving industry-leading key performance indicators. Expertise in behavioral coaching and employee engagement, fostering collaboration across diverse teams to enhance customer satisfaction and operational efficiency.
Overview
33
33
years of professional experience
4
4
Certifications
Work History
Contact Center General Manager
Premium Service Brands
Columbus
09.2024 - 01.2026
- Directed performance enhancements for omnichannel contact center operations with over 70 employees, improving support for nearly 400 clients
- Achieved key performance indicators by refining workflows and training employees, resulting in industry-leading metrics
- Maintained lead conversion rate at 87% and net promoter score of 92% with annual turnover below 10%
- Spearheaded advancements in telephony, CRM, reporting automation, and workforce management, enhancing overall operational capabilities
Vice President & Site Director
JP Morgan Chase & Company
Westerville
09.2022 - 10.2024
- Led onsite and remote contact center staff of over 700 employees, supporting diverse sectors with a focus on performance and service delivery.
- Achieved Service Level Agreement exceeding 95% for two consecutive years.
- Secured second highest net promoter score ranking among all contact centers.
- Delivered 24/7 customer support for major financial, travel, and loyalty service partners.
- Chaired implementation of Lean Management Operating System, improving customer experience and increasing employee engagement.
- Streamlined organizational structure through LMOS initiatives, achieving operational improvements that enhanced service efficiency.
Contact Center Director
World Harvest Church & Valor Christian College
Canal Winchester
02.2021 - 03.2022
- Redesigned contact centers for three struggling business segments, enhancing service delivery in customer service and crisis management.
- Reduced call abandonment from 61% to less than 5%, enhancing customer experience.
- Established key performance indicators and workflows, developing training programs that improved operational consistency across all contact centers.
- Increased labor sourcing to 90% employee referrals, lowering acquisition costs and boosting retention.
Chief Operating Officer & Co-Founder
Titan Teleservices
Monroe
10.2013 - 08.2020
- Co-founded operations for over 125 remote employees in automobile industry, driving collaborative efficiency.
- Led diverse team to improve service delivery for dealerships, auctions, and associations, enhancing client satisfaction.
- Received recognition for client sales support and significant growth from Ohio Senator in 2014.
Vice President/Regional Site Director
US Bank
Cincinnati
08.2006 - 10.2013
- Led over 425 contact center bankers, improving service delivery and sales performance.
- Set corporate record for annual employee satisfaction in 2009 with 91% rating, reflecting strong team engagement.
- Received Circle of Service Excellence recognition in 2008 for exemplary leadership and commitment to service excellence.
Director of Contact Center Operations
Construct Connect
Cincinnati
09.2003 - 12.2005
- Established contact center for B2B software service and sales operations, improving customer support capabilities.
- Implemented strategic processes that streamlined sales and support functions, increasing responsiveness to client needs.
- Designed operational framework for customer engagement and service delivery, enhancing overall client satisfaction.
- Developed construction blueprint sales service, generating over $500,000 in annual revenue.
Executive Vice President of Call Center Operations
Colorado Prime Corporation
Farmingdale
08.1992 - 03.2003
- Directed operations of 52 lead generation and customer service call centers, managing over 1,780 employees to ensure optimal performance and service delivery.
- Implemented strategic initiatives that increased lead generation effectiveness and elevated customer satisfaction scores.
- Oversaw performance management processes, resulting in improved team efficiency and enhanced service quality metrics.
- Recognized as two-time recipient of President's Ring for leadership excellence.
Education
Bachelor of Science - Business Management
Ashworth College
Norcross, GASkills
- Contact center technology proficiency
- Omni-channel implementation
- Workforce management
- Vertical contact center support
- BPO architecture
- AI implementation leadership
- Change Agency
- Customer insights
- Client service support
- Performance excellence
- Behavioral coaching expertise
- Servant leadership
- Contact center technology
Certification
Six Sigma (Green Belt Trained) - Aveta Business Solutions
Education and Training
other
Timeline
Contact Center General Manager
Premium Service Brands
09.2024 - 01.2026
Vice President & Site Director
JP Morgan Chase & Company
09.2022 - 10.2024
Contact Center Director
World Harvest Church & Valor Christian College
02.2021 - 03.2022
Chief Operating Officer & Co-Founder
Titan Teleservices
10.2013 - 08.2020
Vice President/Regional Site Director
US Bank
08.2006 - 10.2013
Director of Contact Center Operations
Construct Connect
09.2003 - 12.2005
Executive Vice President of Call Center Operations
Colorado Prime Corporation
08.1992 - 03.2003
Bachelor of Science - Business Management
Ashworth College